Kore AI Developer

Zettamine Labs; Pune District, Chennai District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Zettamine Labs is seeking an experienced Kore.ai Developer to design and implement intelligent, multilingual conversational IVR solutions and integrate backend systems using Java and APIs.

The role focuses on transforming traditional DTMF-based IVR into voice-first experiences, supporting high-volume customer interactions across languages, and ensuring seamless data handoff to agent desktops and contact center systems.

Qualifications

• 3+ years of Kore.ai / conversational contact center development.
• 1 Strong experience in IVR call flow design and development.
• 2 Experience with conversational IVR / AI-powered contact center solutions.

Responsibilities

• Design and configure IVR call flows on the Kore.ai platform.
• Design and configure conversational flows using the Kore.ai XO Platform.
• Work with Speech Recognition and Text-to-Speech (TTS) systems.
• Transform DTMF-based IVR menus into conversational voice interactions.
• Implement intelligent call routing based on intent, sentiment, urgency, tier, and time.
• Build escalation workflows from IVR to human agents.
• Configure multilingual and preference-based call routing.
• Implement real-time context/data handoff to agent desktop and contact center systems.
• Design call-quality monitoring and audio issue detection mechanisms.

Skills

Kore.ai / Kore XO Platform

IVR design

CTI / DTMF / call routing

Java / Spring Boot

RESTful APIs / SOAP

OAuth / JWT

JSON / XML

NLU / Speech Recognition / TTS

Education

Bachelor's degree in Computer Science / Software Engineering

Tools

Kore.ai / Kore XO Platform

Java / Spring Boot

RESTful APIs

SOAP

JSON/XML

OAuth / JWT security

Job description

We are looking for an experienced Kore.ai Developer with strong expertise in the Kore.ai XO Platform, IVR call flow design, conversational AI, and contact center integrations. The candidate will be responsible for designing and implementing intelligent, multilingual conversational IVR solutions, integrating backend systems using Java and APIs, and developing real-time call processing workflows.

The role involves transforming traditional DTMF-based IVR experiences into intelligent voice interactions and supporting high-volume customer interactions across multiple languages.

Key Responsibilities

Contact Center Platform Development

• Design and configure IVR call flows on the Kore.ai platform.
• Design and configure conversational flows using the Kore.ai XO Platform.
• Work with Speech Recognition and Text-to-Speech (TTS) systems.
• Transform DTMF-based IVR menus into conversational voice interactions.
• Implement intelligent call routing based on intent, sentiment, urgency, tier, and time.
• Build escalation workflows from IVR to human agents.
• Configure multilingual and preference-based call routing.
• Implement real-time context/data handoff to agent desktop and contact center systems.
• Design call-quality monitoring and audio issue detection mechanisms.

Self-Service Transaction Workflows

• Develop self-service workflows for fee reversals and account-related transactions.
• Implement rewards redemption workflows with eligibility validation.
• Design account closure and customer retention workflows.
• Build authentication workflows using TPIN, OTP, PN, ANI, and risk-based verification.
• Develop complaint handling workflows with severity assessment and intelligent routing.
• Create customer and non-customer engagement flows for product information and account opening.

AI & API Integration

• Integrate LLM APIs for conversational understanding and response generation.
• Implement sentiment analysis and NLU-based routing.
• Develop intent-based conversational workflows.
• Integrate backend systems using RESTful APIs and SOAP services.
• Work with JSON/XML data formats and API security mechanisms such as OAuth and JWT.
• Develop Java-based integrations with backend systems.

Monitoring & Continuous Improvement

• Implement real-time monitoring for audio, network, and system performance.
• Build automated CSAT survey workflows.
• Implement logging and monitoring for call flows and transactions.
• Develop dashboards for call metrics, containment rates, and system health.
• Implement error handling, fallback, and recovery mechanisms.

Mandatory Skills

• Kore.ai / Kore XO Platform Must Have
• Kore.ai Certification Mandatory
• 3+ years of experience in Kore.ai / conversational contact center development
• Strong experience in IVR call flow design and development
• Experience with conversational IVR / AI-powered contact center solutions
• Strong knowledge of CTI, DTMF, voice recognition, and call routing
• Java / Spring Boot experience for backend integrations
• Strong experience with RESTful APIs and SOAP
• Knowledge of JSON/XML
• Experience with OAuth / JWT API security
• Knowledge of conversational AI, NLU, Speech Recognition and TTS

Good-to-Have Skills

• LLM API integration
• Sentiment analysis
• IBM/other contact center platforms
• Cloud exposure
• Financial services / banking domain experience
• Database connectivity / JDBC
• Linux/Unix exposure
• Experience with multilingual conversational platforms
• Experience with monitoring and call-quality analytics

Education

Bachelor's degree in Computer Science, Software Engineering, Telecommunications, or a related field.